This role is critical providing efficiency and support service to the Lodge. Failure to carry out this role effectively will impact on the overall efficiency of the Lodge.

Purpose of the role

This role will be responsible for the overall success and smooth running of the Lodge. The responsibilities of this role include; providing leadership in the development and delivery of the Lodge’s strategy and the day to day hospitality operations i.e. housekeeping, security, food and beverages, front office, property maintenance, guests’ tours. The role will also be responsible for overall performance and service delivery of the lodge i.e. customer service, cleanliness, health & safety, people management and brand marketing & delivery.

DUTIES

Hospitality services

Must establish the guest’s profile, be it through the information provided before the guest’s arrival or through personal contact with the guest or a guest’s acquaintance.
Welcome guests and oversee actual service for the duration for their stay at the Lodge
Address guest complaints and advise the Managing Director about
appropriate corrective actions taken.
Developing new and innovative ways to enhance guest experience.
Increasing levels of food service quality and enhance overall ambiance of member dining experiences.
Operations

Manage all aspects of the Lodge’s day to day operations.
Handle service providers, suppliers and contractors.
Maintain appearance, upkeep and cleanliness of all food and beverage/kitchen equipment and facilities.
Ensure general cleanliness, tidiness and safety of the Lodge at all times.
Ensure that daily operations are carried out efficiently and economically within agreed policies and procedures.
Conduct inspections to ensure that all safety, sanitation, energy management, preventive maintenance and other standards are consistently met.
Handle property repairs, maintenance and security in the Lodge.
Ensure that the Lodge is effectively staffed and fully functional at all times.
Ensure compliance with Health and safety regulations at all times.
Ensure effective stock control for an efficient operation of the Lodge at all times.
Maintain quality standards across the operations of the business.
Handle other duties as required to effectively manage the lodge and its services.
Customer Service

Drive service standards within the Lodge so that all customers are treated to the very best service from the moment they arrive at the lodge to when they leave.
Develop effective strategies to receive customer feedback.
Continually monitor and review customer feedback, and take appropriate action to rectify adverse trends identified.
Develop in-house training workshops to ensure the highest quality of customer care delivery within the lodge.
Ensure that customers comply with the customer rules and procedures at all times.
Sales and Marketing

Ensure continuous growth of sales, lodge brand and the Lodge’s customer base.
Set sales targets for the lodge and ensure the achievement of those targets.
Liaise with lodge Invest marketing unit for guidance, advice and assistance on marketing and promoting the Lodge.
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Promote and market Lodge and its services by identifying and developing publicity opportunities.
Help plan and approve internal marketing promotion activities for the food and beverage department.
Help plan and approve internal marketing promotion activities for the lodge Spa- Hoedspruit.
People Management

Recruit, supervise and lead the lodge team and ensure that they are adequately trained to carry out their respective jobs.
Ensure all members of the team are effectively managed and supervised; ensure adherence Human Resources policies all times.
Ensure that all staff are aware of the lodge’s developments, policies, practices and procedures.
Ensure thorough communication to ensure that employee related matters are effectively addressed.
Ensure that the lodge’s staff is developed and motivated to perform to the best of their abilities.
Liaise with the HR Department on guidance, advice and assistance on HR related matters.
Financial Management

Develop an operating budget for each of the department’s revenue outlets; after approval, monitor and take corrective action as necessary to help assure that budget goals are attained.
Assure that all standard operating procedures for revenue and cost control are in place and consistently utilized.
Set and monitor the lodge’s revenue targets and ensure that they are achieved.
Identify, review and research opportunities for improvements and innovations which will maximize and improve the overall performance of the lodge.
General

Attend relevant meetings as requiredPerform any other duty as per operational requirements, and management’s discretion, on the condition that it is lawful
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QUALIFICATIONS AND EXPERIENCE
Must have matric/equivalent
Relevant Diploma/Degree
Business Management/Related qualification (advantage)
Experience

Minimum 4 years in a similar role
At least 8 years’ experience in the hospitality/or tourism industry
Knowledge and ability provide accurate sales forecasts and reports.

COMPETENCIES & SKILLS REQUIREMENTS FOR THIS ROLE
Excellent Communication skills
Good business acumen and commercial awareness
Ability to build and maintain long lasting customer relationships
Ability to lead and motivate a team
Great people skills (ability to get on with a wide range of different personalities)
Ability to work under pressure
High standards of personal hygiene and grooming
A good understanding of what constitutes excellent customer service
Integrity

SOFT SKILLS
MS Word
Ms Powerpoint
MS Excel